Assistant Manager

2 days ago

Iloilo City, Western Visayas, Philippines Kavi Global Full time ₱1,200,000 - ₱2,400,000 per year

We are hiring experienced professionals to join our healthcare claims processing team as Assistant Managers. In this role, you will support the Call Center Operations Manager and help lead a team of approximately 25 Claim Resolution Specialists. You'll focus on performance monitoring, coaching, and process improvement to ensure operational success.

Ideal candidates are organized, proactive, and have a solid background in call center operations, preferably with exposure to healthcare back-office functions such as Revenue Cycle Management (RCM) or Accounts Receivable (AR).

Key Responsibilities

  • Support the Operations Manager in supervising and managing day-to-day activities of the call center team.
  • Provide direct coaching and mentoring to a team of Claim Resolution Specialists to drive efficiency and quality.
  • Monitor key performance metrics and assist in implementing strategies for improvement.
  • Promote a culture of continuous improvement and accountability within the team.
  • Assist with workforce planning and ensure shift schedules are met.
  • Support quality assurance efforts and maintain high levels of customer service.
  • Participate in performance evaluations and provide regular feedback to team members.
  • Communicate updates and process changes clearly to ensure team alignment.
  • Collaborate with internal departments such as Quality, Training, IT, and HR to address operational needs.
  • Assist in the recruitment, onboarding, and training of new team members.
  • Act as a liaison between the frontline team and management to escalate concerns and share insights.
  • Serve as a subject matter resource on claims resolution processes and client expectations.
  • Take on additional responsibilities as required by leadership.

Qualifications:

  • 5-7 years of experience in call center operations, ideally in healthcare (RCM/AR preferred).
  • Minimum of 2 years of experience in a leadership or supervisory role.
  • Bachelor's degree or equivalent work experience.
  • Fluent in English with strong verbal and written communication skills.
  • Proficient in Microsoft Office tools (Excel, Word, Outlook, PowerPoint).
  • Strong problem-solving, coaching, and interpersonal skills.
  • Ability to work flexible shifts aligned with U.S. CST hours.
  • Customer-focused with a strong commitment to service excellence.
  • Able to manage multiple tasks, prioritize effectively, and thrive in a fast-paced environment.

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